Senior Incident Operations Manager

At Chime, we help our members achieve financial peace of mind. To do this we need features that are highly available and human & technical systems that are resilient. That’s where you come in. You will be a member of our Incident Response team to help Chime improve our readiness, response and drive organizational change from incidents.

As an Incident Operations Manager on Chime's Incident Operations team (Platform Engineering), you'll manage incidents end to end: from declaration and coordination, through member communication and member remediation, to review and follow-through. You'll work across Engineering, Product, Member Experience (MX), Core Experience, Risk, Compliance, Legal, and Finance, and lead through influence rather than authority. You'll bring a proactive, solution-oriented mindset and keep the member at the center of every decision. Alongside on-call work, you'll own defined improvement workstreams that make our response better every quarter.

• Coordinate incidents end to end. Serve on the incident on-call rotation, including some after-hours coverage on weekends, nights, and holidays. Independently run incidents from declaration to resolution: setting severity, paging the right responders, running the bridge, confirming member impact, and driving mitigation decisions.
• Help drive communication during incidents. Draft clear, accurate member messages across in-app, push, inbox, email, and support channels; move them through Compliance and Legal approval within severity-based timelines; and keep Support and MX teams equipped with talking points.
• Drive member remediation to closure. Run the Remediating phase: define workstreams, DRIs, and exit criteria; partner with Data to size the impacted population; coordinate credits and bulk adjustments with Finance, Compliance, and Core Experience
• Keep stakeholders informed. Deliver timely status reports and sitreps for leadership, and supply impact summaries and timelines that Compliance and Legal use for bank partner and regulatory notifications.
• Close the loop. Facilitate incident reviews for the incidents you manage, capture learnings, and make sure corrective actions have owners and due dates.
• Get ahead of problems. Spot risks and gaps before they become incidents or repeat incidents, raise them early, and come up with a proposed solution.
• Improve how we respond. Own at least one program workstream, such as pre-approved member message templates, runbooks, or response metrics, and ship measurable improvements.
• Cross-train and share knowledge. Build working fluency on both the technical-command and member-impact sides of an incident, and help train coordinators and responders.

• 3+ years in incident management, or a similar operational role, including hands-on coordination of live, customer-impacting incidents.
• A strong member focus. You think first about how an incident affects real people and their money, and you measure success by whether members are informed and made whole, not just whether systems are restored.
• A proactive, solution-oriented approach. You act before being asked, look for the next risk instead of waiting for it, and bring options and recommendations.
• Experience managing the customer side of an incident: writing customer-facing communications, working with support teams, and coordinating remediation.
• Calm, structured judgment under pressure; you know when to decide, when to escalate, and when to ask for help.
• Enough technical fluency to follow engineers through an investigation and ask good questions (observability, deploys, dependencies, distributed systems). 
• Experience with incident and observability tools such as PagerDuty, incident.io, Datadog, Slack-based incident tooling, Jira, and Google Workspace.
• Clear, concise writing for different audiences: members, technical SMEs, compliance partners, and executives.
• Strong follow-through; you drive action items and remediation work to closure without being chased.

• Experience in fintech, banking, payments, or another regulated industry.

#LI-Onsite #LI-Onsite

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.